(This article was originally published at Martech Series)
Contact centers have evolved from query resolution to full-featured customer experience centers by embracing artificial intelligence and speech analytics, according to two new reports published by Information Services Group (ISG), a leading global technology research and advisory firm.
The two ISG Provider Lens Contact Center/Customer Experience Services reports – one a quadrant analysis of global provider capabilities, the other a view based on buyer archetypes – find contact centers adopting AI to improve service and performance. Contact centers are using elements of machine learning and natural language processing to provide customer recommendations and enable constant system learning.
Read this exciting feature article fully on Martech Series.